As contact centres branch out into the digital sphere and adopt an omnichannel service to enhance CX and create more opportunities to interact with their customer, recording these interactions becomes increasingly difficult.
However, in order to help simplify this process and ensure that businesses are able to drive value into every interaction across every channel, NICE AIR & Engage claims to offer the perfect solution.
What can it do?
NICE AIR & Engage omnichannel interaction recording integrates with all market leading vendors such as Avaya, Cisco, Oracle, Microsoft Skype for Business, e-Gain, LivePerson, and Facebook Messenger and enables businesses to instantly record data from every customer interaction across voice, video, chat, email and social media channels.
As a fully flexible solution, AIR & Engage will adapt to suit the individual needs of any contact centre environment and enables channel partners to provide their customers with a fully coherent recording experience across all channels through a single platform.
By offering a fully comprehensive, PCI DSS3 and HIPAA certified omnichannel recording compliance solution, AIR & Engage helps businesses meet the demands of regulators and keeps both service providers and their customers’ organisations safe from threats, fines and damages to CX.
Moreover, AIR & Engage offers support for up to 5000 channels per interaction recorder, giving unparalleled levels of scalability that heavily reduces the TCO (Total Cost of Ownership) and will provide ongoing support for businesses as they transcend through periods of growth.
To simplify system management and help IT departments overcome the difficulties of maintaining complex networks that use many siloed technologies, AIR & Engage offers a simple user interface that allows them to quickly store and retrieve interactions from every channel across the board.